consumer buying behaviour and decision making
TRANSCRIPT
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Consumer Buying Behavior andConsumer Buying Behavior andDecision MakingDecision Making
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Examples of Economic Needs
Economy of purchase or useConvenience
Efficiency in operation or useDependability in useImprovement in earnings
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M arketing M ixes All other stimuli
Psychological variablesMotivation
PerceptionLearning
AttitudePersonality/lifestyle
Social InfluencesFamily
Social classReference groupsCulture
Purchase SelectionPurchase reasonTimeSurroundings
Problem-solving process
Person does or does not purchase (response)
Person makingdecision
A M odel of Buyer Behavior
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Psychological (intra-personal) Variables
MotivationPerceptionLearningAttitudes and beliefsPersonalityLifestyle (psychographics)
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T he PSSP Hierarchy of Needs
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O rtho T ri-Cycle ad
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SELEC TI VEPR O CESSES
Selective retention Selective perception
Selective e posure
Selective process
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Social (intra-personal) Influenceson Consumers
FamilyReference groupsSocial classCulture and subculture
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Re l tiv e iz e G r u e ( bbr e vi t ed) r t e ri ti
U pper-class
U pper-middleclass
Lower-middleclass*
U pper-lower (³working´) class*
Lower-lower class
1.5%
12.5%
32%
38%
16%
People from old ealthy families andsocially prominent ne rich...
Small business people, teachers,office orkers, technicians--thetypical hite collar orkers...
The blue collar orkers--factoryorkers, skilled laborers, and service
people«most earn good incomes...
Unskilled laborers and people in verylo status occupations
* America¶s ³mass market´
Characteristics and Relative Size of Different SocialClass Groups in the U nited States
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Characteristics and Attitudes of M iddle andLower Classes
Middle classes ± Plan and save for the
future ± Analyze alternatives
± Understand how theworld works
± Feel they haveopportunities
± Willing to take risks ± Confident about
decision making ± Want long-run quality
or value
Lower classes ± Live for the present ± "Feel" what is "best" ± Have simplistic ideas
about how things work ± Feel controlled by the
world ± "Play it safe"
± Want help with decisionmaking
± Want short-runsatisfaction
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Drive
Cues
Response
Reinforcement
T he Learning Process
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W hite W ave Silk and CardioLinks ads
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Psychological variables
MotivationPerceptionLearning
Attitude
Personality/lifestyle
Social influences
FamilySocial classReference groupsCulture
Purchase situation
Purchase reasonTimeSurroundings
M arketing M ixes All other stimuli
Response
eed- ant a areness
Routinized response
Search for information
Set criteria and evaluatealternative solutions
ecide on solution
Purchase productPostponedecision Postpurchase
evaluation
Feedback of information
as attitudes
Person makingdecisions
An Expanded M odel of the Consumer Problem-Solving Process